Tattersall Training customer service training and leadership and management qualifications

Telephone:
0800 093 5872

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tattersall training
41 Craignair Road
LONDON
SW2 2DQ

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How to Hande Aggressive Customers on the Telephone

For customer service professionals.

Course Aim: To enable delegates to defuse aggression and create increased customer satisfaction.

Objectives: Delegates will improve their ability to:

Shift perspective to experience the customer’s position

Employ a systematic method for defusing aggression

Lead the customer to a rational and fair perspective

Use the opportunity to increase customer satisfaction

Respond appropriately to abuse and threats

Recover quickly from unpleasant incidents

Length: One day

Size: Up to twelve people

Programme

Day 1
09:30	Shift perspective to experience the customer’s position
10:30	BREAK
10:45	Employ a systematic method for defusing aggression
11:45	Lead the customer to a rational and fair perspective Use the opportunity to increase customer satisfaction
12:45	LUNCH
13:45	Respond appropriately to abuse and threats
15:00	BREAK
15:15	Recover quickly from unpleasant incidents
16:30	FINISH

Customer Feedback

"The course content was brilliant. Excellent course."
Shamed A Khan

"Thoroughly enjoyed the course. Fun and relaxed. Excellent."
Zabaida Alvi

"Will definitely use the skills in the future. Course was interesting and fun."
Clair Neal

"Very useful, helpful and informative."
Ruth Eugene

“Very good, very enjoyable, very informative.”
Liz Burke

"Very well presented. Highly relevant."
Julie Bannocks

"I liked the different media used, all very helpful to illustrate examples."
Judith Carson

“On a scale of one to five, I rate the course five out of five.”
Elaine Kite

Full Course Info